Customer Service Executive (Casual Role)

Arsenal Football Club; London Borough of Islington; Hybrid; GBP 12,000 - 17,000; Part time

Job summary

Arsenal Football Club is seeking a Seasonal Casual Customer Service Executive to join our Retail team and support Arsenal Direct customers. You will handle email queries, resolve issues such as order tracking and refunds, and collaborate with call centre, warehouse teams and couriers to provide seamless service.

This role offers on-site training at Highbury House with flexible remote options thereafter, and requires a customer-first mindset, strong communication, and the ability to work

Qualifications

• Excellent written communication in English to respond to supporters professionally.
• Strong passion for customer service and creating positive experiences for supporters.
• Ability to work accurately at pace while managing a varied workload.
• Comfort with using multiple systems and quickly adapting to new platforms.
• Collaborative approach to work with colleagues and external partners.
• Flexible and available for key trading periods; able to work variable hours.
• Continuous improvement mindset to enhance the supporter experience.

Responsibilities

• Deliver exceptional supporter service by responding to Arsenal Direct email queries professionally and promptly.
• Resolve queries including order tracking, lost parcels, refunds, exchanges, and payment queries.
• Collaborate with call centre, warehouse, couriers and external partners for seamless resolutions.
• Manage personalisation requests and special enquiries with care and attention to detail.
• Maintain shared documents and trackers to monitor team activity and service levels.
• thrive in a fast-paced trading period while keeping accuracy and positivity.

Skills

Customer service mindset

Excellent written communication

Ability to work at pace

Collaborative approach

Flexibility and adaptability

Continuous improvement mindset

Attention to detail

Tools

Microsoft Office

Google Workspace

Outlook

Excel

Teams

Job description

The Role

We’re looking for a Seasonal Casual Customer Service Executive to join our Retail team and help deliver a first-class experience for supporters shopping with Arsenal Direct. You’ll play an important role in supporting customers via email and ensuring every interaction reflects our values and our commitment to world-class service.

This is a fast-paced and varied opportunity where you’ll collaborate with colleagues and external partners to resolve queries, provide solutions, and continuously help improve the supporter experience.

This casual role will work with the team through our key holiday trading period of November-January, beginning with mandatory on-site training at our Highbury House office, followed by remote working options for maximum flexibility.

Who we are

We are one of the most famous clubs in world football, with a rich heritage and history of success – read more about our history, here.

Beyond that, we are passionate about our local community and, behind the scenes, we have a wide variety of opportunities and career paths for all. We have a very defined purpose: to act for a winning team, culture and community. We achieve this by ensuring we are courageous in the pursuit of progress, we champion our community and each other, and that we do the right thing (even when no one is looking).

Discover why ‘Our Gunners’ are proud to be part of our team – view their stories here.

Our Commitment to Safeguarding

We are committed to ensuring that our environments for children, young people and adults at risk remain safe and inclusive. We therefore require successful candidates to complete a DBS check and other essential background checks prior to starting their employment. Depending on the responsibilities of the role, a DBS will be either a basic, standard, or enhanced check.

Your day-to-day

• Deliver exceptional supporter service - you’ll respond to Arsenal Direct email queries in a professional, supportive, and timely manner
• Resolve supporter queries - you will confidently support with order tracking, lost parcels, refunds, exchanges, payment queries, member discounts, and Stadium Tour enquiries
• Collaborate with key partners - you’ll work closely with our call centre, warehouse teams, couriers, and external partners to provide seamless resolutions
• Support personalised experiences - you will thoughtfully manage personalisation requests and special supporter enquiries with care and attention to detail
• Track our performance - you’ll diligently maintain shared documents and trackers to help monitor team activity and service levels
• Embrace busy trading periods - you’ll thrive in a fast-paced environment while maintaining accuracy and a positive approach during seasonal peaks

What we are looking for

• Excellent written communication skills - you’re able to provide clear, professional, and empathetic responses to supporters and customers
• A passion for customer service - you care about creating positive and memorable experiences for every supporter
• Ability to work accurately at pace - you remain organised and detail-focused while managing a busy and varied workload
• Advanced Microsoft Office and Google Workspace skills - you’re comfortable using Outlook, Word, Excel, Teams, and similar systems confidently
• Confidence using multiple systems - you quickly adapt to new platforms and can comfortably manage different tools simultaneously
• Collaborative approach - you enjoy partnering with colleagues and external stakeholders to find solutions and deliver the best outcomes
• Flexibility and adaptability - you’re available to support across key trading periods and can work variable hours throughout the year
• Continuous improvement mindset - you proactively look for opportunities to improve processes and enhance the supporter experience

Arsenal for Everyone

Arsenal for Everyone is our commitment to promoting and embracing equality, diversity and inclusion, so that everyone connected to the club feels like they belong to the same Arsenal family. We believe that diversity of background, skills and experience drives our success on and off the pitch.

Disability Confident Leader

We are a Disability Confident Leader. We actively welcome and encourage applications from people with disabilities and long-term health conditions. If you need disability-related adjustments to the recruitment process, please indicate this in the application.

If you are likely to meet the definition of being a ‘disabled person’ according to the Equality Act 2010, you may be eligible to apply for an interview via the Disability Confident Scheme - please indicate this in your application form below. The information you share with us about your health or disability will not be used in recruitment decisions.

Application Closing Date

Application Closing Date - Tuesday 3rd November 2026

Please note: we reserve the right to close the position early if application volumes are particularly high. We encourage you to get your application in sooner rather than later.

Updates on the status of your application

Updates on the status of your application will be sent via email, please routinely check your spam and junk folders, as occasionally emails sent via the Teamtailor platform will find themselves there.

Good luck!